Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a dishwasher on June 22, 2021 from ***** with the 4 year extended warranty from King and State. ********** broke January 23, 2025. I contacted **** and State to file a claim. WDT705PAKZ Ref ******* Dishwasher cost $$598 Warranty $189.95 Feb 20 I heard back that the technician reported that I had a pest problem that prohibited them from diagnosing the issue and they couldnt help me further until I had a pest company come. I paid for pest control April 24, 2025 They said they needed additional proof from pest control that the hazardous conditions were better before they could resend technician. We pulled out the dishwasher ourselves expecting a huge mouse nest and found a few pieces of mouse p*** We complained and they finally sent a different technician who told us it was the mother board and that there a long waiting list for parts. The warranty confirmed and said that they will offer us a $316.94 in store credit at ***** good for 30 days. I either want my dishwasher fixed or a cheque for $316.94 so I can buy a new dishwasher at a company with better warranty. They keep saying no and when I complain to Leons they say theyll forward to King and State. Nobody responds. Its been more than two weeks.

  Business Response

  Date: 18/06/2025

  Good Day,

  Kindly see response given to customer via email . One of our team leads here also tried reaching out to the customer and got no answer. She left a detailed voice message.

   

  Good day,
  
  I am sorry, but this is not within the scope of the agreement between us, and the store. We are unable to offer reimbursement for the exterminator, and any changes to an invoice must be made within 30 days of purchase- we cannot void the warranty, nor offer a refund.
  
  Please review the policies and procedures of our extended warranty on our website www.kingandstate.com or the warranty certificate which I have attached.
  
  You can view the companies that are part of the LFL Group by going to www.lflgroup.ca 
  
  
  The offer remains unchanged at $316.94 towards any brand of dishwasher sold at Leon's Sault Ste Marie.
  
  
  The credit takes 1-3 business days to arrive and its validity will be 30 days. The warranty on the appliance will be fulfilled if you accept the offer.
  
  
  
  
  Regards,
  Richard Bryan
  Customer Care Email Support
  King & State Limited
  Tel.:1-866-273-0927
  Email: [email protected]
  

  Customer Answer

  Date: 18/06/2025

   
  
  Complaint: 23482725
  
  
  
  I am rejecting this response because:

  I was made to believe that by paying the fee for warranty, that I would have the dishwasher fixed if it broke within the 4 years. I also feel that King and State was at fault for insisting that I pay for an exterminator before they could assess my dishwasher  the pictures I provided showed that there was no valid reason for this. I feel that I am a victim of a scam. My old Kenmore appliances had extended warranty and in those experiences my appliances were fixed . I am simply asking to receive a cheque for the amount that they are willing to pay towards the replacement, instead of store credit or a cheque to reimburse me for the cost of the warranty and exterminator. Because of this expense, I am further behind than if I had refused the warranty  buy purchasing the warranty there was zero value and additional costs  that is not right  

  
  
  
  Sincerely,
  
  
  
  Tammy Boyer

  Business Response

  Date: 23/06/2025

  1206681 Warranty Request| event 15579559| service job id#SWCT1453DCF0-1

  Good day,

  The lady has been minimizing the health risk and potential safety concerns raised from rodent activity at the home to the technicians. This was the report we received from Whirlpool:

  I told him that we are not sending him a new job and he will update the details as best he can remember.    He also mentioned the unit was not taken care of and found mouse droppings all over the bottom of the unit and rust on the door.   This unit will require multiple parts to be replaced over the $400MAX and will have zero warranty on the repair because of the mouse droppings which will cause damage to the unit. Please let me know how you want to proceed with this job

  Further to this, customer is responsible for maintaining the unit and ensuring it is in proper working order. We cannot be liable for misuse or abuse to the appliance or in this case negligence on the part of the owner. It is not feasible to proceed with repairs on her unit and as such, based on the terms and conditions of the warranty agreement, she has been offered 53% towards a new unit. My Team Lead attempted to reach the customer on May 28th, and I followed up with her on May 30th.

  In summary, customer delayed the service and is responsible for treatment of the property. Further, we are unable to accommodate her request to send a cheque for the amount quoted, as the agreement between she, us and Leon's furniture must be upheld per the product protection plan. 

   

  Kind Regards,

  Richard Bryan

  Customer Answer

  Date: 27/06/2025

   
  
  Complaint: 23482725
  
  
  
  I am rejecting this response because as the pictures show, there is not significant evidence of a pest issue. I found the response insulting and I will tell everyone I can to not ever purchase your warranty. In my opinion it is a total scam. You can keep your refund of 53% because I refuse to give Lyons anymore of my business, and I intend to share my experience on any web boards I can find to earn others from giving you any money for your bogus warranty 

  
  
  
  Sincerely,
  
  
  
  Tammy Boyer

• Initial Complaint

  Date:17/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A warranty claim was filed with *************************** on May 8, 2025 for an oven door (glass shattered). We have contacted via telephone and email numerous times with no response whatsoever. We're at nearly 6 weeks without an integral part of any functioning kitchen, and cannot seem to get a status update from the warranty provider. *************************** claim their business was built on exceeding expectations for service, quality and value but I can assure you that my expectations have not been met, nevermind exceeded. Their clear lack of communication with customers does not demonstrate ANY focus on customer service and satisfaction whatsoever. Incredibly frustrating and disappointing.

  Business Response

  Date: 21/06/2025

  Good day,

  1292796 Warranty Request

  We understand that the customer is frustrated with the extended wait- however, we as the warranty provider, cannot be held accountable for delays in the rendering of service. The customer's repair has not been completed, due to the parts that were ordered arriving damaged- and we communicated this to the customer over the phone on Thursday, June 19th and the Technician's Management confirmed on the same date. I then reached out to the customer via email this morning to advise her of the same.

  We have been communicating with the customer since May 8th when the warranty request was generated, and she sent the photos on May 12th which did delay her service further. The tech visited on May 14th and ordered the parts. We've been in touch with the customer and the store regarding her claim and have been providing updates as they've become available to us. At the moment, we will need the servicer or parts supplier to let us know whether the parts have to be sourced outside of Canada, or if they are out of stock, before an alternative solution can be considered.

   

  Kind regards,

  Richard Bryan

  Customer Answer

  Date: 23/06/2025

   
  
  Complaint: 23479130
  
  
  
  I am rejecting this response because:

  1. The technician did not visit my home - the parts were ordered over the phone only  

  2. A 4 day delay in submitting photos following the opening of a warranty claim should not delay the repair by nearly 7 weeks (and counting) 

  3. The warranty provider is NOT responsible for manufacturer delays but they are responsible for fulfilling the warranty repair. 7 weeks after initiating the claim, this is still outstanding with no ETA provided by ANY affiliated party (manufacturer, retailer or warranty company)  

  It took engagement with the BBB to receive communication from the warranty company. We shouldn’t have to chase this down consistently for relevant updates. In addition to the above points, I’d like to understand how ANY person would consider 7 weeks+ reasonable for a repair to an integral piece of a functioning kitchen. How is it reasonable to expect a customer to find alternative cooking methods for this period of time? 

  
  
  
  Sincerely,
  
  
  
  Cheryl Squires

  Business Response

  Date: 25/06/2025

  1292796 Warranty Request 

   

  Good day,

  The customer called back today and she was offered and accepted full credit towards replacement of her range. The part did not arrive, and the claim was closed by the servicer.

  We will ask that this ticket be considered solved.

   

  Thank you

  Regards

  Richard Bryan

• Initial Complaint

  Date:25/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  King and State Warranty was a *** party warranty program i purchased thru ****** in ************ ******* for my ******* Range. The range stopped working correctly in November *0*4. A claim was then filed with **** and State. A technician came to the home and determined what range parts needed to be purchased and said they would return in approx * weeks. At this point no technician has ever returned and King and state has been called by me numerous times to request a follow up on repair. Where i have been told first the parts were damaged during postal strike, next call **** never arrived at all. Today (April **, *0**) I was advised to wait longer, take a prorated buy out, or call the technician company my self. I said that I didn't feel like tracking down the company was my job, however I would do so. The technician company number could not be provided (***** ***** Ent - ********) when i googled and called the number is out of service. **** and state is not willing to get a different technician and I wish the range to be repaired as the prorated option is not enough to buy a new range. And the company they originally hired is not even local to my home. I would like them to repair the range with a new tech company and follow up on calls they say they will make

  Business Response

  Date: 09/05/2025

  Good Morning , Kindly note the customer's repair is currently in progress. One of our team leaders here escalated the file to management querying whether a specific company can service the customer's unit. Our team lead will be following up with the customer via telephone call to advise accordingly on the process of the customer's service.

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a ** washer machine ( under warranty) that is not working since March.19.2025 when we opened a claim, the process took almist two weeks until someone came and lookwd at it then they ordered the parts took another two weeks until arrived then when they changed it still did not work now we are in the 3 weeks and no follow up communication between the maintenance and the customer, when I called them today they said it shouldn't take more than 3 days to get an answer to when the part will available and to be ordered/ shipped and will get a *** to when will come back and fix it ?? it's a major appliances can't sit for 6 weeks or more to get it fixed !!! maybe saving money and time on both sides is to replace it with a new unit, the customer service representative has 0 connection the customer shebjust reading a script to how this will be processed !! I asked to speak to somone she said someone will call u !! which kind of service business is this ? when I called The brick they said it's the " third party company " who will have to deal with not us !!! there priority to sell you product and push you to buy a service which who knows how long and how many ppl will take to get it fixed ??

  Business Response

  Date: 11/04/2025

  Good morning, I was able to speak to this customer this morning to advise the parts for this repair have been received and a request was submitted to have the technician contact him ASAP to have him booked for installation of those parts. 

  Business Response

  Date: 11/04/2025

  Good morning, I was able to speak to this customer this morning to advise the parts for this repair have been received and a request was submitted to have the technician contact him ASAP to have him booked for installation of those parts. 

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing a complaint in hopes of exploiting the scam these people run with their extended warranty business. This is the second time I have been through this in the last year. I bought an **************************************************** stock so I was offered the floor model of a more expensive model and was reassured by the salesperson that if i purchased the extended warranty there would be no problems. As soon as we got the tv home there were problems. When we call King and State they set it all up for the repairman to come have a look. ********* says it can be fixed but he would have to take it to his shop. Talk to repairman a week later he informs us that **** and State had given him the go ahead to fix it so he did, now they are saying they wont pay to fix it and are offering a pro rated amount for a floor model tv that has very minimal usage!The kicker is we have already gone down this road with them. Both times they played the for only $20 more you could have had the non pro rated. When I asked the store manager why I was not informed of the $20 extra thing she responded that sometimes the sales associates forget to mention it. Oh yeah, they (Leons) and King and State are owned by the same company and King and State is conveniently tucked away in the ******** so they dont have to answer to anyone! And they are quite rude on the phone when you do call!

  Business Response

  Date: 11/04/2025

  Good day, ******* deemed not feasible to be repaired by the extended warranty due to the fact that to fix the TV would be basically rebuilding the entire unit. Customer was offered a pro-rated credit based on the type of warranty purchased by the customer. Customer inquired about the technician returning the old unit to him. The old unit can be returned however the depot advised the customer would have to pick it up from the shop or pay to have it delivered. The customer must also note the repair was attempted therefore the TV would have to be accepted in the current condition. Customer will have to let us know if he's accepting the credit offer. 

  Customer Answer

  Date: 16/04/2025

  Nothis is the second time in less than a year we have gone through this, I paid ****** for an extended warranty on a floor model no less, the salesman at a store owned by the same company as King and State talked us into the extended warranty that it is a no brainer. I have been lied to by **** and State, I have been hung up on by **** and State. 
  

  I actually overpaid (with proof) for my warranty after I was told if I would have only paid $20 more my warranty would have been non pro rated. The kicker is they never even offer the non pro rated. What kind of an idiot would pay ****** for an extended warranty for pro rated when you could pay ****** for non pro rated?

   

  All thats left to decide is if King and State will answer a lawsuit in ****** from the ********?

  Customer Answer

  Date: 16/04/2025

  Nothis is the second time in less than a year we have gone through this, I paid ****** for an extended warranty on a floor model no less, the salesman at a store owned by the same company as King and State talked us into the extended warranty that it is a no brainer. I have been lied to by **** and State, I have been hung up on by **** and State. 
  

  I actually overpaid (with proof) for my warranty after I was told if I would have only paid $20 more my warranty would have been non pro rated. The kicker is they never even offer the non pro rated. What kind of an idiot would pay ****** for an extended warranty for pro rated when you could pay ****** for non pro rated?

   

  All thats left to decide is if King and State will answer a lawsuit in ****** from the ********?

  Business Response

  Date: 09/05/2025

  Good Day ,

   

  Kindly be advised the customer did not purchase a ********************** which entitles him to receive a full credit. The warranty which was purchased is a pro rated warranty. The credit amount was calculated based on the warranty the customer purchased. Our ********************** contract which is given to the customer upon purchase explains how the ********************** works. One of our team leads also explained this to the customer via telephone call.

  Customer Answer

  Date: 12/05/2025

   
  Complaint: 23174212
  
  I am rejecting this response because:
  
  My paperwork clearly states that I purchased the Diamond warranty package which is the highest form of warranty they have. On two occasions now they have said if only you would have paid $20 more you would have had non prorated. 
  

  These people are liars, she claims the tv was un repairable but for some reason authorized the worker to fix it, after he fixed it they decided it wasnt cost effective. 
  

  You still havent answered my question about court?  There is many many cases where people try to sue you but you are conveniently off shore!
  Sincerely,
  
  **** ******

  Business Response

  Date: 14/05/2025

  Good morning,

  1240692 Warranty Request

  The customer has spoken with a Supervisor, who advised him of the terms and conditions of the warranty agreement between he, us and the store.

   

  Customer is aware of proration on the unit, and is ineligible for full credit. The customer can escalate the matter further to ****** ************ as he has declined the amount we've offered.

   

  Thank you

  Regards,

  ******* *****

  Customer Care Representative 

  King and State Limited

• Initial Complaint

  Date:26/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The glass cooktop snapped while cooking. Nothing was dropped onto it, was under medium when n the snap occurred

  Business Response

  Date: 11/04/2025

  Good day, customer was already advised the issues outlined aren't covered under the extended warranty. He reported cracks to the cooktop however the only cracks that are covered are thermal cracks. 

• Initial Complaint

  Date:14/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  King and State is extended warranty company. I opened a warranty claim in early February, and have had nothing but issues. My broken fridge qualifies for fixing or repair under warranty. They refuse to replace. They are fixing two parts, compressor and evaporator and were supposed to order parts as of feb **. As of march **, no one knows status of parts order. Ive made multiple requests to speak with a supervisor, they say one will call in ***** hours, no one does. Ar this point, I feel like my fridge will not be replaced or repaired and they will keep ignoring me until I cave and by a new one outside warranty.

  Business Response

  Date: 11/04/2025

  Good morning, I tried reaching out to this customer via phone however the call went to voicemail. I also sent an e-mail to the customer advising the parts are on back order with no current ETA. In the e-mail I offered the customer the options of waiting for the part or a credit for the full amount she paid for the unit. We await the customers decision. She can either respond to the email or reach out to us by phone. 

• Initial Complaint

  Date:27/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a stove from The Brick and purchase a warranty from King and warranty company. My stove/oven is not working, I have reached out and I have filed a complaint a claim through online because my stove/oven is still under warranty, under five years. I called as well, I have not yet received an answer from the company or a response. And I am unable to get a hold of anyone through telephone

  Business Response

  Date: 31/01/2025

  Good morning, 

  As per our records, a service request has been submitted for this complaint on the range on January 25th, 2025, with the technician visiting on January 28th and is awaiting parts to complete repair. Kindly confirm if you require any further assistance or feel free to reach out to us at **************. 

  Thank you!

• Initial Complaint

  Date:28/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A washing machine which I purchased at ****** under extended warranty failed after 18 months of the purchase. After 6 service calls by *********** appliance repair the warranty company, **************************** offered me 100% store credit. I later learned that it only applied to an appliance/electronic. ****** no longer offered that same washing machine thus I would not be able to get one that matched in colour to stack with the dryer (still working without issue). Over the phone, *************************** customer service told me that if I was able to source the same exact product elsewhere and send proof that they would modify the credit so that it could be used elsewhere in the store, such as furniture. I made the purchase for the matching appliance at *******. Two days later, *************************** informed me that their policy would still only allow credit for an appliance or electronic, despite their customer service telling me otherwise. After 6 days waiting for a supervisor to follow up, they informed the same thing and confirmed verbally that *************************** cannot be held accountable for direct advice their own employees give. This has been the poorest customer service I have experienced anywhere, bar none. This is made worse by the fact that ******, TransGlobal, and *************************** are all part of a conglomerate called ************ ************* centers aside, there is no reason that a cohesive customer service plan could not be made to address this. Avoid dealing with *************************** at all costs. After this experience I also would not recommend giving business to any organization within the *********** for that matter.

  Business Response

  Date: 05/12/2024

  Hello BBB,

  Kindly note the customer request is not feasible in regards to reselection of furniture with the credit offer as the warranty contract outlines the credit can only be applied towards the appliance in question , we also only cover appliances and electronics. Our department does not cover furniture. The customer spoke with a supervisor here on Nov 27th and was advised of this information. They were also given 2 additional weeks to use the credit offer towards the purchase of a new washer. 

  Thank you

• Initial Complaint

  Date:25/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dishwasher at Leons furniture and I bought an extended warranty as well and on my dishwasher it says theres a 10 year warranty. I took a five-year warranty plus the first year warranty with the dishwasher. The dishwasher is cracked and king and state insurance warranty will not cover it because it is cracked and they said that they dont cover it. I wanna know how they can sell insurance at four $500 extra on top of the appliance, not fix the issue

  Business Response

  Date: 05/12/2024

  Good afternoon *****,

  
  I am sorry to hear that you are unhappy with the extended warranty purchased and regret any inconvenience you may be experiencing. Please be advised that the extended warranty covers the mechanical components of the unit only - which is, anything that would prevent the unit from functioning. As a result, cracks are not covered under the extended warranty, therefore we would be unable to assist with such issue.  You may feel free to visit our website - *********************************** to review our Product Protection Plan, which outlines the procedures and policies of the warranty. Additionally, please note that after review of your purchases, based on the information found for your Maytag Dishwasher under invoice 04066DVWVDY, made back in April 2016, unfortunately, your extended warranty for this unit would have already expired. If you are querying another dishwasher, kindly provide the necessary sales order invoice and I would be happy to further review for you. If you have any further queries or concerns, please feel free to reach back out to us at ************** or ******************************************** to further discuss. 
  
  Kind Regards,
  Sharyse H
  Customer Care Team Lead

  King and ******************** Ltd